In this topic, I share info on how our WPML team organises, works and improves over time, and so earns the love and loyalty of our customers.
I will discuss the following points in detail:
- How the support should be defined
- Why proper training is a good investment
- How the appropriate team structure gives clients quick and accurate solutions
- How to make it easier for clients (languages, time zones, searching – self-help, erratas, etc)
- What makes a good support policy
- Why you need to have the statistics
- How progressive improvement identifies us, not as being simply good, but as being the best
- Some of my own personal experiences in dealing with clients